Insights

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Timeline of an employee's status

As a support leader, I want to be able to see the timeline of an employee's status. When were they first active? How often and for how long were they marked Busy or OOO? This will serve as an extra data point when trying to understand discrepancie...

about 1 month ago in Admin audit trail / Insights 0 Backlog

3 VOTE

Analytics metrics for deleted teammates

As a support leader, I want to select deleted teammates in the analytics filters, so that metrics for my team are consistent after an agent left.

11 days ago in Analytics - filters - Teammate 0 Backlog

2 VOTE

Workload report: add 'New workload' and 'Closed workload' metrics

No description provided

11 days ago in Metrics 0 Backlog

2 VOTE

Manually triggered auto replies should be accounted for in metrics

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately

11 days ago in Metrics 0 Backlog

2 VOTE

Display exact age of metrics

As a support agent or a support manager, I need to know how fresh is the data I'm looking at, so that I can trust its value.

11 days ago in Insights - Systems 0 Backlog

36 VOTE

[KB insights] Front Analytics Reporting for Knowledge Bases

Right now we have up to 10 different authors creating content. We would love the ability to report on details like number of articles created by author, status, creator/author and last updated across the KB. It's possible to view some of this info...

12 months ago in Insights / Knowledge Base 0 Backlog

1 VOTE

React instantly to CSAT ratings

As a support manager, I need a way to be notified in real time when I receive a CSAT with certain characteristics (score, account...) so that I can react immediately

11 days ago in CSAT 1 Backlog

1 VOTE

Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship

11 days ago in CSAT metrics and reporting 0 Backlog

1 VOTE

Open all conversations of metrics details with a P2+P3 UI

I want to be able to access a list of conversions directly in the inbox, so that I can navigate faster between them and take action on them

11 days ago in Analytics - Widgets - timeline 0 Backlog

5 VOTE

[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...

2 months ago in AI / AI tagging / CSAT 0 Backlog

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